Service Desk Analyst
Posted 1 day ago by Randstad Digital
Negotiable
Inside
Remote
Remote or New York, New York
Summary: We are looking for a customer-focused Service Desk Analyst EDP to provide Level 1 and 1.5 technical support for NYC Health + Hospitals. This role involves managing phone queues, emails, and automated tickets in ServiceNow, while ensuring high end-user satisfaction and adherence to service level agreements (SLAs). The position requires troubleshooting and resolving technical issues across multiple hospital networks and corporate offices. The ideal candidate will contribute to continuous process improvement and provide a positive experience for clients.
Key Responsibilities:
- Manage level 1 and 1.5 service incidents/requests from report to resolution
- Provide support and services to users, resolving as many calls as possible at level 1 and 1.5
- Act as a single point of contact for Service Desk activities, including problems, incidents, and requests
- Contribute to continuous process improvement of the Service Desk area
- Remain knowledgeable about all Service Desk tools in use, such as ServiceNow performance monitoring tools
- Receive, prioritize, document, and actively resolve end user help requests
- Triage requests to ensure accurate transfers and escalation per SLAs
- Track open tickets and monitor ticket progress per SLA, closing tickets when resolved
- Follow escalation and paging procedures to ensure SLAs are met
- Provide support for issues related to password resets, MS Office, Windows, and other technical issues
- Ensure a positive experience for clients by meeting and exceeding customer expectations
- Participate in special projects and perform other duties as assigned
- Work independently and as part of a fast-moving team
- Be able to work at various locations and shifts as necessary
Key Skills:
- Baccalaureate Degree in a relevant field or a Master's Degree in Management, Business Administration, or related fields
- One year of experience in analysis, development, and implementation of systems in a business, government, hospital, educational institution, or non-profit organization
- Familiarity with EDP applications and data processing programs
- Strong troubleshooting and problem-solving skills
- Excellent communication and customer service skills
- Ability to work independently and as part of a team
- Experience with ServiceNow or similar IT service management tools
Salary (Rate): £24.00 hourly
City: New York
Country: USA
Working Arrangements: remote
IR35 Status: inside IR35
Seniority Level: undetermined
Industry: IT
We are seeking a customer-focused Service Desk Analyst EDP to serve as the front-line, Level 1 and 1.5 technical support for the NYC Health + Hospitals enterprise. This role provides critical IT support across seven hospital networks and corporate offices. Managing phone queues, emails, and automated tickets in ServiceNow, you will triage, troubleshoot, and resolve technical issues to ensure high end-user satisfaction and strict adherence to service level agreements (SLAs).
location: Telecommute
job type: Contract
salary: $30 - 33 per hour
work hours: 9am to 5pm
education: No Degree Required
responsibilities:
General Tasks and Responsibilities Will Include:
- Manage level 1 and 1 1/2 service Incidents/requests from report to resolution
- Provide support and services to users, seeking to resolve as many calls as possible at level 1 and 1 1/2
- Provide customer with a single point of contact for Service Desk activities, for problems, incidents and request items
- Contribute to the continuous process improvement of the Service Desk Area
- Remain technically knowledgeable and current on all Service Desk tools in use in the Data Center such as ServiceNow performance monitoring tools
- Receive, prioritize, document and actively resolve end user help requests
- Triage requests to ensure accurate transfers and escalation, per service level agreements (SLA)
- Track open tickets and monitor ticket progress per SLA, close ticket items when resolve
- Follow escalation and paging procedures to ensure SLAs are being met
- Provide support and services to users, seeking to resolve as many calls as possible at level 1:
- Provide support for issues related to password resets, MS Office, Windows, as well as some issues Provide customer with a single point of contact for Service Desk activities, for problems, incidents and request items
- Provide a positive experience to clients through meeting and exceeding customer expectations, and engendering confidence that requests will be resolved
- Participate in special projects as needed and perform other duties as assigned
- Must be able to work independently as well as work as part of a fast-moving team
- Must be able to work at various locations when necessary along with working various shifts
Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.
At Randstad Digital, we welcome people of all abilities and want to ensure that our hiring and interview process meets the needs of all applicants. If you require a reasonable accommodation to make your application or interview experience a great one, please contact
Pay offered to a successful candidate will be based on several factors including the candidate's education, work experience, work location, specific job duties, certifications, etc. In addition, Randstad Digital offers a comprehensive benefits package, including: medical, prescription, dental, vision, AD&D, and life insurance offerings, short-term disability, and a 401K plan (all benefits are based on eligibility).
This posting is open for thirty (30) days.
It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.